Total Quality Management (TQM) is a system approach to quality management that involves participation from all employees to improve quality in all processes of an organization. The objectives of TQM include detecting and eliminating errors, creating a unified governance system focused on customer satisfaction, and the continuous improvement of operations and quality of outputs. TQM aims to help businesses better meet customer needs, improve communication and problem solving, and reduce costs to increase revenue and market share.
Total Quality Management (TQM) is a system approach to quality management that involves participation from all employees to improve quality in all processes of an organization. The objectives of TQM include detecting and eliminating errors, creating a unified governance system focused on customer satisfaction, and the continuous improvement of operations and quality of outputs. TQM aims to help businesses better meet customer needs, improve communication and problem solving, and reduce costs to increase revenue and market share.
Total Quality Management (TQM) is a system approach to quality management that involves participation from all employees to improve quality in all processes of an organization. The objectives of TQM include detecting and eliminating errors, creating a unified governance system focused on customer satisfaction, and the continuous improvement of operations and quality of outputs. TQM aims to help businesses better meet customer needs, improve communication and problem solving, and reduce costs to increase revenue and market share.
Total Quality Management (TQM) is a system approach to quality management that involves participation from all employees to improve quality in all processes of an organization. The objectives of TQM include detecting and eliminating errors, creating a unified governance system focused on customer satisfaction, and the continuous improvement of operations and quality of outputs. TQM aims to help businesses better meet customer needs, improve communication and problem solving, and reduce costs to increase revenue and market share.
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TQM_TLinh
1) Definition of Total Quality Management
Total Quality Management (TQM) is a system approach to quality management. It is the
improvement of quality of not only the product, but also the total quality management of all the processes and functions in the organization such as the manufacturing, distribution, administration, communications, marketing, planning, training, procurement and so on. Total quality management involves the participation of all the employees of the organization in this purpose.
TQM consists of three words. Analyzing the three words we have,
Total:
Made up of the whole
In all functional areas
At all levels.
Quality:
Degree of excellence a product or service provides
To meet the customer requirements.
Management:
Act, art or manner of handling, controlling, directing etc,
Effective utilization of resources,
To maintain existing level.
To improve quality,
Executive commitment.
Therefore, TQM is the art of managing the whole to achieve excellence. The Golden rule is a simple but effective way to explain it: Do unto others as you would have them do unto you. TQM is defined as both a philosophy & a set of guiding principles that represent the foundation of a continuously improving organization.
Numerous definitions have been given on Total Quality Management (TQM) by quality gurus, practitioners and academician.
According to Besterfield (1995) defined, “TQM as both a philosophy and a set of guiding principles that represents the foundation of a continuously improving organization. It integrates fundamental management techniques, existing improvement efforts and technical tools under a disciplined approach.”
Using a three-word definition, Wilkinson and Wither (1990) defines TQM as;
Total : Every person is involved (its customers and suppliers).
Quality : Customer requirements are met exactly.
Management: Senior executives are fully committed.
According to International Organization for Standardization (ISO): “TQM is a
management approach for an organization, centred on quality, based on the participation of all its members and aiming at long-term success through customer satisfaction, and benefits to all members of the organization and to society.”
2) Origin and Evolution of Total Quality Management
The history of total quality management (TQM) began initially as a term coined by the Naval Air Systems Command to describe its Japanese-style management approach to quality improvement. An umbrella methodology for continually improving the quality of all processes, it draws on a knowledge of the principles and practices of:
- The behavioral sciences
- The analysis of quantitative and nonquantitative data - Economics theories - Process analysis History of Total Quality Management (TQM)
1920s Some of the first seeds of quality management were planted as the principles of scientific management swept through U.S. industry.
Businesses clearly separated the processes of planning and carrying out the plan, and union opposition arose as workers were deprived of a voice in the conditions and functions of their work.
The Hawthorne experiments in the late 1920s showed how worker
productivity could be impacted by participation.
1930s Walter Shewhart developed the methods for statistical analysis and control of quality.
1950s W. Edwards Deming taught methods for statistical analysis and control of quality to Japanese engineers and executives. This can be considered the origin of TQM.
Joseph M. Juran taught the concepts of controlling quality and managerial
breakthrough.
Armand V. Feigenbaum’s book Total Quality Control, a forerunner for the
present understanding of TQM, was published. Philip B. Crosby’s promotion of zero defects paved the way for quality improvement in many companies.
1968 The Japanese named their approach to total quality "companywide quality control." It is around this time that the term quality management systems arises.
Kaoru Ishikawa’s synthesis of the philosophy contributed to Japan’s
ascendancy as a quality leader.
Today TQM is the name for the philosophy of a broad and systemic approach to managing organizational quality.
Quality standards such as the ISO 9000 series and quality award programs such as the Deming Prize and the Malcolm Baldrige National Quality Award specify principles and processes that comprise TQM.
TQM as a term to describe an organization's quality policy and procedure has
fallen out of favor as international standards for quality management have been developed. Please see our series of pages on quality management systems for more information.
Adapted from The Certified Manager of Quality/Organizational Excellence Handbook,
Fourth Edition, ASQ Quality Press.
3) Objective of Total Quality Management
The objectives of the TQM system include the following contents:
- Detect and minimize or eliminate errors
- Create a unified governance system integration that is participatory and fully customer-focused - Hold all parties involved in the production process accountable for the overall quality of the final product or service - The focus is on improving the quality of the organization's outputs including goods and services through the continuous improvement of internal operations
The process of finding better products and services by consumers is never-ending.
Competitors will always strive to provide better products and services to satisfy customers. Therefore, if enterprises stop striving to improve quality, it will easily lead to loss of competitiveness and will be eliminated from competition. TQM's philosophy is towards customer satisfaction. Therefore, TQM's primary goal is continuous improvement of product and service quality, system improvement.
4) The role of Total Quality Management in business
- Provide people at all levels with good problem-solving tools. - Remove negative attitudes; Management will pay more attention to issues that affect the working environment of each member of the organization and each employee must have a sense of self-participation. - Improve communication within and between departments. - Help businesses improve product quality, better meet customer needs. From there, the revenue and market share of the business will increase. - Helping businesses manage more effectively with the motto of doing well from the beginning is the most economical efficiency". The cost of quality due to the decrease in the amount of recycled goods and the increased production time of a product also means that counterfeit costs are reduced. - For domestic enterprises, applying TQM is to improve quality and help businesses overcome Technical Barriers to Trade (TBT) to integrate with the region and the world.
